Returns & Refunds | Maison Kojira

At Maison Kojira, every creation is crafted with precision and care. On the rare occasion a product arrives damaged, defective, or not as described, we will make it right — whether that means a refund or a replacement. If something isn’t right, please reach out — our priority is that you’re completely satisfied with your experience.

1. Non-Perishable Products

Culinary salts may be returned or replaced within 14 days of delivery if:

  • The item is defective, contaminated, or contains a foreign material.
  • The product is unopened and unused and in its original packaging.
  • A valid proof of purchase is provided.

If a quality issue is discovered after opening, please contact us within 48 hours with clear explanatory photos or video and the batch number.
We’ll review and, where appropriate, offer a replacement shipment or refund.
Return shipping is covered by Maison Kojira for defective or incorrect items; otherwise, customers are responsible for return costs.
Approved refunds are issued to the original payment method within 7 business days.

2. Perishable Products

Kombucha and other fresh products require immediate refrigeration upon delivery.
Because of their perishable nature, they cannot be returned once delivered, except where:

  • The product arrives spoiled, leaking, contaminated, or unsafe to consume.
  • The wrong product or flavour was delivered.

If an issue is detected, please keep the product refrigerated and contact us within 48 hours of delivery with explanatory photos or video.
Depending on availability and logistics, we’ll provide either a refund or replacement.

3. How to Request a Refund or Replacement

To report an issue or request a replacement or refund, email [email protected] within the specified timeframes.
Please include your order number, a short description of the issue and explanatory photos or video.
Our team reviews every message personally and replies within one working day.

4. Exceptions

We may be unable to offer a refund or replacement if:

  • Kombucha or other perishable items were not refrigerated after delivery.
  • Products were consumed, repackaged, or altered.
  • Requests are submitted outside the stated timeframe.
  • Damage results from misuse or storage conditions beyond our control.
  • Products were not purchased on maisonkojira.com or our own accounts at third-party e-commerce websites.

5. Legal Compliance

This policy complies with Thai consumer protection law and international e-commerce standards. It does not affect your statutory rights.

For any unresolved concerns, please contact us directly at [email protected].